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“Lovely Hotel but Lousy Customer Service; Welcome Drinks are not Free of Charge!”
Review of New Star Hotel

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New Star Hotel
Ranked #65 of 125 Hotels in Hue
Reviewed November 15, 2013

I am a regular visitor to Vietnam and Hue City since 2008 and this year I traveled with 3 nephews. While looking for a suitable accommodation, I found this hotel in the website, got interested because of the location which is just next to the other hotel where I stayed last year plus there is an outdoor pool. At the time of booking the reviews from previous guests were mostly positive so I did not hesitate to stay here. Before the trip I was already exchanging conversations with their Mr. Nhat Khan in the FB site. So far, I was impressed with the way he handled my inquiries and this gave me a good impression about this hotel. Obviously, we were having high expectations.

From Hoi An I requested Mr. Nhat Khan to meet us at the bus stop upon arrival in Hue. It seems that he was not on duty so we just managed to come to the hotel by taxi. It took some time before our rooms become available. The lady receptionist told us that there are welcome drinks but we were really tired from the trip so we wanted to rush to our rooms. I phoned her from my room to ask about the welcome drink and she replied saying that I need to call the restaurant, which I did. The restaurant guy took our order and we were asked to come to the restaurant where it will be served. After consuming our drinks we returned to our rooms.

At check out time I was surprised to get the bill for the welcome drinks. This is the only hotel in the world where a guest must pay for a welcome drink. I refused to pay the bill but the lady receptionist insisted. We were checking out to catch up with an early morning tour to Paradise Cave so I thought the petty bill was not worth my time so without any further argument I just paid. We left our luggage at the reception with the instruction that someone from the Gerbera Hotel will come to collect our luggage anytime of the day since I have made the necessary arrangement with Gerbera Hotel. Upon returning to Hue City from our long day tour, the tourist bus dropped us at the New Star Hotel. I went to the reception to ask if our luggage have been transferred to Gerbera but I was surprises and disappoint to find the answer to my question. They alleged that nobody from Gerbera Hotel called or came. To cut a long story we had to personally carry our luggage as we transfer to Gerbera Hotel. I confronted the receptionist at Gerbera Hotel about the incident but they reasoned out that they have been calling New Star Hotel who confirmed that we have already checked out and no baggage was left for safekeeping. Gerbera Hotel is aware that I am a regular guest since 2010 and I have no doubt about their professionalism when it comes to customer service. In fairness, Mr. Nhat Khan did a good job while we were there but his other colleagues were not able to live up with our expectations. The New Star Hotel has decent rooms and facilities which provide a level of comfort and luxury at a reasonable price. The management needs to either re-orient their front liners to cope with the requirements of the job or just simple replace incompetent staff with more qualified personnel.

Room Tip: Get a room with a view of the pool. The rooms at the higher floors provide a good view of the city a...
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  • Stayed: June 2013, traveled with family
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6  Thank pinoytraveller2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NewStarHotel, Manager at New Star Hotel, responded to this reviewResponded November 25, 2013

Dear Mr. Tubiera,

Warmly greetings from New Star Hotel Hue.

Firstly, thank you for taking time to share your feedback regarding your recent stay at New Star Hotel Hue. We are passionate about providing each guest with a highly attentive and personalized level of service. I was therefore disappointed to learn that on this occasion it appears we did not achieve this. Please accept my sincere apologies that you were left to feel disappointed.

We had a meeting between Our receptionists and Restaurant staffs about this matter. Maybe, they had misunderstood your request. Because you receive your room, after then called a fruit juice. Hence, waiter brought juice fruit order to your room dispite welcome drink. And your luggage, we did not receive any phone from Gebera reception, so we keep your luggage at our lobby until you come back our hotel.

We have noted your comments regarding certain Reception Team skills. Rest assured, we are also constantly reviewing our guesst and we regularly have training course to meet our guests’ expectations and preferences.

We hope that you will come back soon.

Kind regards.

Le Truong Nhat Khanh (Mr.)

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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41 - 47 of 182 reviews

Reviewed September 18, 2013

Large comfortable clean rooms, with a balcony and great shower. Excellent location, relatively close to train station, good bars and restaurants and within walking distance of markets (couple of kms).
Staff were fantastic, especially the female Assistant manager who offered us use of the pool and shower to freshen up before catching our train later in the afternoon.
Overall a very pleasant stay - definitely recommend.

  • Stayed: August 2013, traveled with friends
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8  Thank dimps05
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NewStarHotel, Manager at New Star Hotel, responded to this reviewResponded November 25, 2013

Dear dimps05,

Thank you so much for you kind review about your recent stay at New Star Hotel Hue. It was a pleasure to read your comments and I will share this review with all our staff members.

We are very proud that you consider us as one of your favorite hotels and we would love to see your family again in the near future.

Should you need any assistance, please feel free to contact us via email: info@newstarhuehotel.com

Kind regards,

Le Truong Nhat Khanh (Mr.)

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 11, 2013

Hotel is nice. it has a small elevator the rooms are large. There is a pool of the 3rd floor of the hotel. It is on a roof top lots of sun. The hotel has a restaurant in the front of the driveway.
The restaurant is nice and big but the service is slow. The owner refuses to use the AC and plays with the lighting. There are large fans on in the restaurant to cool the guest down. I did try the Pizza its was not bad. They serve cold coffee because the locals like it cool. I had them heat it up in the microwave. Overall not so bad hotel there is a pharmacy right outside the hotel at the end of the driveway.

  • Stayed: August 2013, traveled on business
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6  Thank dorenemassetti
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NewStarHotel, Manager at New Star Hotel, responded to this reviewResponded September 17, 2013

Dear Our valued customer,

We would like to thank you for your staying with us and share your experience during your stay with us. We are very delighted to hear that you enjoyed your stay with us and loved the location and leisure activities in our property.

About your comment we will try to improve our service and facilities to be worthy with your belive. When you come back to New Star hotel Hue in the near future, we make sure that our service will be satisfied about you better.

Once more time, thank you so much for choosing New Star hotel and for taking valuable time to share your experience regarding your recent stay at our hotel.

Best regards,

Le Truong Nhat Khanh (Mr.)

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Reviewed July 29, 2013

Although this hotel is situated within the busy restaurant area we found it to be very quiet.
Rooms immaculate & large size. Reception & restaurant staff very friendly. Pool is a bonus, especially on those hot Vietnam days. Easy walking distance to restaurants, markets & Citadel.
Food in the restaurant is of a high quality. Great place for any age.

  • Stayed: July 2013, traveled with family
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7  Thank mdavies70
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NewStarHotel_13, Manager at New Star Hotel, responded to this reviewResponded August 5, 2013

Dear Mdavies,

Thank you for your most positive response posted on Trip Advisor following your stay with us.

We are very grateful to you for staying with us and are very happy to hear that you had an amazing time. We hope to have the opportunity to welcome you back in very near future.

Once more time, On behalf of Hotel management of board we would like to say that we hope to have the opportunity to welcome you back someday soon! Thanks again.

Yours sincerely,

Le Truong Nhat Khanh (Mr.)

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 27, 2013

We were very impressed with the New Star. The ladies at the front desk provided excellent customer service. Rooms are large, and the showers are great! The pool was very refreshing after a hot day - and impressively clean. They allowed us to check in early, and helped arrange motorbike rentals ($10 for the day!). It is a good location, though the streets all branch off each other and we got lost a couple times. Breakfast was included, and was exceptional in its quality and variety. Oh - and the spa next door was one of the best we encountered in all of Vietnam! Would definitely stay here again.

  • Stayed: July 2013, traveled as a couple
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7  Thank Langley4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NewStarHotel_13, Manager at New Star Hotel, responded to this reviewResponded August 5, 2013

Dear Ms. Langley,

Warmly greetings from New Star hotel Hue.

We would like to take this opportunity to thank you on behalf of our asscociates for staying with us during your holiday! We truly appreciate your support for taking the time to share your impressions here. We are indeed very happy to read your comments about the “EXCELLENT CUSTOMER SERVICE”, “CLEAN POOL”, “GREAT LOCATION” and specially “SPA”!

We will bring your value comments to all of staffs, we think that they feel so happy about this thing..

Should you have any information, feel free to contact us to email: sales@newstarhuehotel.com

Look forward to welcoming you back in the near future.

Best wishes,

Le Truong Nhat Khanh (Mr.)

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed June 9, 2013

Stayed here 5/6-8/6/13 in a deluxe room, whilst the room was large and the location good thats the good things. Hotel caters for alot of bus tours, very noisy on our last night the noise in corridor was that bad i had to get up and tell them to be quiet, tv on above us all night, then got turned up at 5am continual banging of doors.. Towels are thin , no pool towels available.Breakfast was far from appetising, no furniture on balcony. I would definately look elsewhere i am sure there is better for much the same money. N oticed inside lift was filthy, definately was not cleaned the three days we were there.People from outside the hotel can pay for day use of the pool, so with limited shade as a guest you are hard pushed to get a lounge in the shade.

  • Stayed: June 2013, traveled as a couple
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4  Thank travelbugann
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NewStarHotel, Manager at New Star Hotel, responded to this reviewResponded September 17, 2013

Dear Our valued customer,

We would like to thank you for your staying with us and share your experience during your stay with us.

As your comment, all of staffs have a meeting to solve this problem. And we will try to improve our service and facilities to be worthy with your belive. When you come back to New Star hotel Hue in the near future, we make sure that our service will be satisfied about you better.

Once more time, thank you so much for choosing New Star hotel and for taking valuable time to share your experience regarding your recent stay at our hotel.

Best regards,

Le Truong Nhat Khanh (Mr.)

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 7, 2013

We stayed here for two nights in August 2012. It was a great location, easy walking to explore the neighbourhood and plenty of restaurants nearby. We arrived early on a flight from Hanoi, we were able to store our baggage, go over to the extensive buffet breakfast or just coffee, until our room was ready. The staff were all friendly and at one point we could borrow an umbrella from one of the girls. The pool was a nice place to relax after a days touring, but the spa part wasn't working. All in all a good choice for a three star hotel.

  • Stayed: August 2012, traveled as a couple
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5  Thank Local57
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NewStarHotel, Manager at New Star Hotel, responded to this reviewResponded May 9, 2013

Dear Local57,

Thank you for choosing New Star Hotel Hue as your place to stay during your period in Hue and for posting your positive review.

On behalf of the entire staff I would like to thank you very much for providing your wonderful comments.

We are delighted to read that you have enjoyed our nice location, friendly staffs, atmosphere, facilities and services and say words “a good choice for a three star hotel” to talk about our propery.

Feedback on how we do is extremely valuable to us, as we continue to strive towards improved services and facilities offered to our guests.

I trust we will see you again soon for another enjoyable and quality stay at New Star Hotel Hue.

Once again, thank you for sharing your experience and we look forward to welcoming you in this Summer.

Best regards,

Le Truong Nhat Khanh (Mr.)

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about New Star Hotel

Address: 36 Chu Van An | 36 Chu Van An, Hue, Vietnam, Hue 54, Vietnam
Location: Vietnam > Thua Thien - Hue Province > Hue
Amenities:
Beverage Selection Business Center with Internet Access Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #65 of 125 Hotels in Hue
Price Range: $33 - $90 (Based on Average Rates for a Standard Room)
Number of rooms: 56
Official Description (provided by the hotel):
For tourists in Hue wishing to choose a hotel in the heart of city, the New Star Hotel Hue is the perfect place, beautifully located on Chu Van An Street and within easy reach by foot of the various attractions the ancient capital has to offer. New Star Hotel Hue was opened in 2008. Together with the strong development of tourism in the city, our property has been built as three - star hotel equipped with modern amenities of international standard. Our team always strikes to offer our guests the best moments during their stays by the friendly service and high-quality accommodation. Destination: - Forbidden Purple City: 1 Km - Thien Mu pagoda: 3 Kms - Dong Ba Market: 1 Km - Tu Duc tomb: 4 Kms - Khai Dinh tomb: 4 Kms - Thanh Toan Tile Roofed Bridge: 6 Kms Other places: Bank: 1 Km Hospital: 1 Km Restaurants: 100 m ... more   less 
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